Surfboard 6121 Keeps rebooting - Errors in logs - Upstream and Downstream info

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stat30fbliss

stat30fbliss

Honorable
Jan 29, 2013
61
0
10,640
Hello Toms Hardware,

I have had a post marinating over on the Comcast support forums for more than 16 hours with zero comments, so I am turning to you folks for some help.

My Surfboard Modem has been randomly rebooting, slowly getting worse over the last week.

The modem is over a year old, and has performed flawlessly up to this point. After the random reboots started, I requested a refresh signal to my modem, which happened two days ago, and it seems to have gotten worse.

I feel like the issue is kind of reproducable if one person is streaming Amazon Prime or Netflix, and I am playing Online Games. Multi-tasking seems to be an issue, but I am not 100% certain, cause sometimes is just happens when I am the only one home, and I am just gaming and it will randomly cut out.

Also, the Modem is getting quite warm. I have started pointing a fan at it to cool the darn thing off.

I dont know what any of this means, so anyone that can shed some light on the errors below for me please let me know. If I need to get a Comcast tech over here, fine. If I need a new modem, fine. I just want to get the issue resolved and go back to not worrying about my connection.

The Modem has one LAN cable connected to a Netgear Nighthawk AC1900, which is the hub of my home network. Connected to this router is:

Hardwired:
Xbox One

Wireless:
Wife's Surface 2
My office desktop (custom build)
My Lenovo u430 Laptop
Nexus 7 tablet
Note 2 Phone
Samsung S4 Mini phone
iPhone 5S

My signal details:

Downstream
Channel ID 12
Frequency 721750000 Hz
Signal to Noise Ratio 36 dB
Downstream Modulation QAM256
Power Level The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading 2 dBmV

Upstream
Channel ID 49
Frequency 36400000 Hz
Ranging Service ID n/a
Symbol Rate 5.120 Msym/sec
Power Level 45 dBmV
Upstream Modulation [3] QPSK [3] 64QAM
Ranging Status Other

Signal Stats
Channel ID 12
Total Unerrored Codewords 1190175
Total Correctable Codewords 25
Total Uncorrectable Codewords 701

LOGS:
Sep 02 2014 18:12:44 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 18:08:44 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 18:06:40 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 18:06:15 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 18:06:15 3-Critical R03.0 Ranging Request Retries exhausted;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 18:06:13 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 17:33:30 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:20 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 17:32:41 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 17:13:30 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 17:13:29 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:21 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to power reset ;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 17:05:36 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:19 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Jan 01 1970 00:00:13 6-Notice N/A Cable Modem Reboot due to T4 timeout ;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 17:04:49 3-Critical R04.0 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=3.0;

Sep 02 2014 17:02:53 3-Critical R06.0 Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=cc:7d:37:98:41:3f;CMTS-MAC=00:01:5c:62:f0:4a;CM-QOS=1.1;CM-VER=

All of this signal data and logs was collected last night. I am at the office now, but can post updated information if necessary this evening when I get home from work.
 
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stat30fbliss

stat30fbliss

Honorable
Jan 29, 2013
61
0
10,640


This is my modem, not theirs. You are saying I need a new one?

I had a reply from someone on the Comcast board saying i should have a tech some by. Here's his response:

rabby83 wrote: ... If I need to get a Comcast tech over here, fine. ...
Click to expand...
You need one. The power levels and SNR you posted are OK, but the modem is only using one channel up and down. It should be using multiple channels each way. The error logs show disconnections due to poor signal quality. You need to have a tech out to figure out what's going on here. Insist on a tech visit -- this is not something they're likely to be able to fix over the phone.

Call them at the phone number on your bill or 1-800-Comcast and have them send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (http://www.comcast.com/spp/, about $4/mo). If the trouble is due to anything outside your home, you shouldn't be charged.
Click to expand...

Do you agree with is response, or do you just think a new modem will solve the issue right away? I was able to schedule a tech visit for next Tuesday, but I could overnight a new modem on Amazon and register it with Comcast pretty quickly, which would definitely be the faster solution.

Thanks!
 
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stat30fbliss

stat30fbliss

Honorable
Jan 29, 2013
61
0
10,640
I ordered an SB6141, a step-up from my current model, and will test that out over the weekend. If it resolves my issue, then I will cancel my tech visit, and move on with life. Thanks for the recommendation.
 
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B

boosted1g

Titan
Jun 12, 2013
14,846
8
74,965
You see those T3 and T4 errors, those are issues with getting a signal from the ISP.
What is your individual downstream channel power ratings (should be in dBmv and between -10 and 10)?

Now it is likely that comcast is going to fight you on it, afterall any equipment that you are not paying an outlandish lease fee on from them cant possibly be any good. (I had a TWC woman try to tell me that the reason my internet was out must be because I built the PC that was used to test the connection to the modem when taking the router out of the equation).

Anyways, you will have to get a comcast tech out because there is no way for you to fix the issue. Tell me what your signal levels are because the more ammo you have the better.
 
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stat30fbliss

stat30fbliss

Honorable
Jan 29, 2013
61
0
10,640


I'll have to get you some more information tonight when I get home from the office. Ill take another snapshot of my levels and logs for you to peruse.

I will say that there was a Comcast Tech out in a van doing work on all of the power line poles on my block yesterday afternoon (we have one in our front yard), so perhaps they were addressing the issues. I did not get any reboots yesterday, and I was working from home, VPN'd into my job, Netflixing, the wife was using Amazon Prime video and we had no sudden reboots. That's the first day that has happened in over a week. I even played some Counter Strike which seemed to set it off right away, and it didn't reboot.

The new SB8141 arrives tonight, so now I am a bit confused as to what I should do.

My down/up from Comcast is 125/50, and I can see that the max Down of the 6121 was 172MB. I was about 50MB shy of that, but would this also contribute to overheating when using about 3/4 of the modems bandwidth?

Like I said, Ill post some updated Modem info tonight. Hopefully the tech doing maintenance last night was able to resolve the issue and I can cancel my appointment and return the SB6141.
 
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stat30fbliss

stat30fbliss

Honorable
Jan 29, 2013
61
0
10,640
The signal issues you may have would not cause the model to restart. I am betting the reason you are seeing issues in the signal is due to the issue that is causing the modem to reboot.
Click to expand...

Since i have the new 6141, honestly I am hoping this would fix the problem, but I will wait and see what boosted1g has to say about the signals. I am pretty ignorant when it comes to these networking issues (something I aim to fix), so educated opinions are really valuable. I do hope you're right, for simplicity sake.



Here's a fresh info dump. I opted for images this time because its tough to keep the table formatting from the Modem logs...

Vv8iQBs.png


This isn't a full shot of the logs. There's three more rows looking much like these...

Ldhv7tN.png


 
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